Support Board
Date/Time: Mon, 10 Mar 2025 19:16:36 +0000
'real-time data subscription for instrument is not enabled'
View Count: 612
| [2022-04-01 19:22:00] |
| User954471 - Posts: 7 |
|
Hello I am getting the same issue again. When I log into my account I receive the message 'real-time data subscription for instrument is not enabled'. Yet when I check my packages/data it says that I still have an active subscription that renews in the coming days. Can you please tell me why this is happening and fix it once and for all? If you could fix this before the US session opens I would be grateful. Thanks Paul |
| [2022-04-01 20:13:43] |
| John - SC Support - Posts: 38547 |
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The exchanges for your account did not renew today (April 1, 2022) due to insufficient funds in your account. You can reactivate the exchanges by ensuring you have the funds in your account and then going to the Recurring Services page, scrolling to the bottom of the page and then selecting the Reactivate Exchange for the exchanges that you want to reactivate. You can access the Recurring Services page here: https://www.sierrachart.com/UserControlPanel.php?page=RecurringServices Note that exchanges renew separately from the Sierra Chart software. The exchanges renew on a calendar month basis and therefore renew on the first day of each month. The Sierra Chart software renews on 31 day cycle tied to the first consecutive payment date. For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing |
| [2022-04-01 20:25:45] |
| User954471 - Posts: 7 |
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Hi John Please see enclosed pics - my account states it’s 46 usd in credit. Further, it says my Denali data exchange fees doesn’t renew 5th April. My account doesnt match what you’re saying? Am I missing something here? Thanks Paul |
 7E8B5895-0B2B-46D8-B157-CEDA301C05C8.png / V - Attached On 2022-04-01 20:25:16 UTC - Size: 509.46 KB - 131 views B359042B-04A0-40E1-8BD3-3E008ADB2B25.png / V - Attached On 2022-04-01 20:25:25 UTC - Size: 1.25 MB - 126 views |
| [2022-04-01 20:40:04] |
| John - SC Support - Posts: 38547 |
|
Sorry our statement about the exchanges not renewing due to insufficient funds was incorrect. It appears that what occurred is that you had changed to package 5 during March, which deactivated the exchanges for renewal. When you changed back to Package 11, you would have had to manually activate them again. In the end, the result is the same. Your exchanges did not automatically renew today. So you need to manually activate them. Either from the Recurring Services page or from the Exchange Page. For the most reliable, advanced, and zero cost futures order routing, use the Teton service: Sierra Chart Teton Futures Order Routing |
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